1. AARP Foundation Tax-Aide Fall 2011
Volunteer Standards of Professionalism Taxpayer Information and Responsibilities
AARP Foundation Tax-Aide
Fall 2011
Regional Meetings

2. IRS Quality Site Requirements Standards of Conduct Training/Test
AARP Foundation Tax-Aide Program
Emergency Procedure Guidance
Winter 2011
Volunteer Standards of Professionalism
Taxpayer Information and Responsibilities
Incident Review Protocol
Regional Meetings

3. Overview Volunteer Standards of Professionalism
Standards to assist volunteers to uphold the excellent reputation of our program by formalizing expectations of professional attributes.
Taxpayer Information and Responsibilities
Define and communicate expectations for Taxpayers; designed to ensure a smooth process for both taxpayers and volunteers at a site, as well as increase volunteer safety.
Incident Review Protocol
Process for addressing and reporting concerns regarding taxpayers or volunteers.
Regional Meetings

4. Key Elements: Volunteer Standards of Professionalism
Defines appropriate conversation with public
Warns that work “outside of scope” is not covered by Volunteer Protection Act
Defines expectations for Quality Review Protocol
Highlights the need to protect Personal Information of both Taxpayers and Volunteers
Reminds Volunteers of need to provide assistance as appropriate to everyone, regardless of special needs
Regional Meetings

5. Key Elements: Taxpayer Information and Responsibilities
Reminds Taxpayers that they are responsible for accuracy of return.
Gives notice that “out of scope” returns can’t be done
Sets expectations for taxpayers to provide organized, complete and accurate documentation and information
Clarifies when and how taxpayers will be served at sites
Informs taxpayer that they will be treated with respect and courtesy, and if their behavior is disruptive they will be asked to leave site
Regional Meetings

6. Taxpayer Information and Responsibilities
Will be Available on Extranet (English and Spanish)
Will be Posted on national Site Locator
Should be Available at all sites for Taxpayers
SC/DC to determine how to distribute most effectively at each site
Ideas To Consider:
Put a few copies next to Sign-in sheets and ask Taxpayers to review
while waiting for counselor
Put copy on clip-board along with Client Intake Form
Post a copy at entrance to site
Volunteers should provide a copy to any Taxpayer who requests one, however, PLEASE DO NOT MAKE A COPY FOR EACH TAXPAYER!
Regional Meetings